Complaints Procedure for Gardening Lee

Gardening Lee is committed to delivering dependable garden maintenance and landscaping services across our service area. This complaints procedure explains how we manage concerns about Lee gardening services and what clients can expect if a service falls short of the standard we promise. It sets out clear steps for raising an issue, how we investigate, and the timeframes we use to reach a fair outcome. We treat every complaint seriously and use the information to improve our garden maintenance operations and customer care.

We welcome notification of any problem related to our work, whether it concerns scheduling, workmanship, plant selection, or site safety. The scope of this policy covers residential and commercial work carried out by Gardening Lee, including routine lawn care, hedge trimming, planting schemes, and landscape construction. Complaints may be raised by the person who contracted the service, an authorised representative, or an appointed property manager where relevant.

To begin a complaint, please provide a clear description of the issue, the date the work took place, and any supporting photos or documents. Our aim is to acknowledge receipt promptly and to log the concern in our records. On receipt, an initial review will determine whether immediate action is needed (for example, for safety or warranty-related remedial work). The first response will outline the next steps and an estimated timetable for investigation.

How to raise a concern and what to expect

Complaints can be raised in writing and will include essential details to help us investigate efficiently. When you submit a complaint about Gardening Lee work, we will:

• Record the complaint in our central complaints log within 1 working day.
• Acknowledge receipt within 3 working days and confirm the named person handling the case.
• Assess whether a site visit or photographic evidence is needed to determine the facts.

Our investigation may involve contacting the assigned crew, reviewing the job sheet, checking material specifications, and, where required, arranging a site visit with the client. We aim to complete routine investigations within 10 working days; more complex matters may take longer, and we will keep the complainant informed of progress and revised timelines.

Investigation, resolution and remedies

Once the facts are established, Lee garden maintenance management will propose a resolution. Possible remedies include re-performing work, supplying replacement plants or materials, offering a partial refund where appropriate, or issuing a goodwill gesture in certain circumstances. Any remedy offered will be proportionate to the issue and aligned with our obligations under service agreements and warranty terms.

Decisions about remedies are made by the complaints lead in consultation with operational staff and, if needed, the contracts manager. We will communicate our findings and proposed resolution in writing. If a remedial visit is required, we will agree a convenient time and confirm the scope of work before proceeding.

If the proposed resolution is accepted, we will arrange completion and close the case once the client confirms satisfaction. Closure will be recorded in our complaints log and used to identify any training needs or process improvements so that the same problem is less likely to recur.

Escalation and review — if a complainant is not satisfied with the proposed outcome, they can request an internal review. This will be conducted by a senior manager who was not involved in the original decision. The review will re-examine the evidence, the steps taken during the investigation, and the reasonableness of the remedy offered. We will aim to complete an internal review within 15 working days of the request.

Confidentiality and record keeping — all complaints and associated records are handled confidentially and retained in accordance with our record-retention policy. Information is shared internally on a need-to-know basis to enable effective investigation and resolution. We do not publish complaint details, but aggregated lessons learned may inform future public-facing service improvements.

Continuous improvement — every complaint is an opportunity to refine our processes. Gardening Lee undertakes periodic audits of complaints to identify trends, recurring issues, and training gaps. Findings feed into operational briefings so that crews and supervisors can apply lessons learned and reduce repeat occurrences.

Responsibilities and timeframes are designed to be fair and transparent. Staff are trained to acknowledge concerns courteously, to investigate impartially, and to keep clients updated. We aim to avoid escalation by resolving most issues through friendly, practical remediation; however, a clear escalation route exists to ensure impartial review.

For consumers and commercial clients alike, this complaints framework for Gardening Lee customer care provides a predictable path from initial notification through to final resolution. It is written to be simple to follow while meeting reasonable standards for response and record keeping.

Finally, we encourage clients to raise issues promptly so that they can be resolved efficiently. Complaints that are notified long after the service date may be harder to investigate due to changes in site conditions or completed seasonal work. Our procedure therefore includes a recommendation to report problems as soon as they are observed, allowing Lee gardening services to respond effectively and maintain trust in the quality of our workmanship.